Description

• Lead the day-to-day delivery of technology operations, ensuring high-quality and accessible IT services.
• Own and develop the IT service management framework, including incident, request, problem, change, knowledge and configuration management processes.
• Define and manage service level agreements (SLAs), operational level agreements (OLAs), service catalogues and performance metrics.
• Lead major incident management, ensuring effective coordination, communication, service restoration and post-incident reviews.
• Oversee application support services, including support models, documentation, release coordination and supplier escalation routes.
• Drive continual service improvement using service data, trend analysis and user feedback.
• Manage demand, capacity, availability, continuity and operational resilience across technology services.
• Ensure new and changed services transition successfully into live support through robust service readiness processes.
• Lead strategic supplier and vendor relationships, including service reviews, contract governance and performance management.
• Develop and coach a multidisciplinary team, fostering a high-performance service culture.
• Build strong relationships with stakeholders across the organisation, providing operational assurance, advice and escalation where required.
• Contribute to technology strategy, operating model development and modernisation initiatives.
• Deputise for the Director of Digital, Data and Technology when required.
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